Employee Relations Case Manager

CVS Health • Cumberland, RI

5d

About The Position

Colleague Relations Advisors at CVS Health are responsible for supporting designated business units by providing advice, consultation and guidance to leaders and employees on the application of CVS Health policies and practices. This team responds to a high volume of routine requests and escalated employee relations concerns from leaders and colleagues. As an Advisor, you will support resolution of these issues while mitigating risk and adverse exposure to the company. The role provides proactive support and intervention to promote a positive employee relations culture, while partnering collaboratively with various cross-functional stakeholders (e.g., HR Business Partners, Compliance, Legal, etc.). Advisors will effectively manage a caseload of workplace inquiries and concerns. This role requires meeting case management metrics, effective documentation of case information in a case tracking system, reaching resolution, and closing cases within a certain time frame and following established case management processes.

Requirements

• 5+ years of employee relations experience including, but not limited to the following: Direct experience managing, advising, and resolving, employee relations cases (e.g., performance management, attendance, employee misconduct, employee complaints, discipline, and termination).
• Experience conducting workplace investigations and utilizing employee relations case management systems (i.e., Salesforce, Navex, ServiceNow, HR Equity, etc.).
• Strong knowledge of current state and federal employment/labor laws and regulations.
• Proven analytical skills, critical thinking, decision-making and problem-solving capabilities.
• Excellent oral and written communication skills; strong interpersonal skills including expertise in conflict management, investigation, negotiation and influencing.
• Ability to travel as needed.
• Bachelor’s degree or equivalent amount of experience and education.

Nice To Haves

• Direct experience interacting with labor unions and advising on labor relations matters (i.e., management and disposition of grievances, participation in labor arbitrations and collective bargaining).
• Ability to assist and advise on the development of employee/labor relations trends and insights reporting.
• Dispute Resolution, Mediation, EEO Investigator, PHR/SPHR, CP/SCP (SHRM) Certifications or Licenses.
• Experience working in a retail environment.

Responsibilities

• Provide proactive support and intervention to promote a positive employee relations culture, while partnering collaboratively with various cross-functional stakeholders (e.g., HR Business Partners, Compliance, Legal, etc.).
• Effectively manage a caseload of workplace inquiries and concerns.
• Serve as a point of contact for employees regarding workplace issues, conflicts, and concerns.
• Assist leaders with coaching, corrective actions, and terminations.
• Coach less experienced leaders and colleagues on techniques, processes and responsibilities for successful communication and performance.
• Ensure compliance with policies and procedures, applicable laws, and regulations.
• Conduct investigations, gather relevant information, and recommend appropriate actions to resolve conflicts and issues.
• Develop and implement employee communication strategies to foster open and transparent communication.
• Recommend interventions to enhance employee engagement and satisfaction by collaborating with HR and management to develop and execute process improvement plans.
• Deliver guidance and support to employees facing personal or professional challenges, including crisis management.
• Connect employees with appropriate resources, such as Employee Assistance Programs (EAP), counseling services, or wellness programs.
• Meet case management metrics, effective documentation of case information in a case tracking system, reaching resolution, and closing cases within a certain time frame and following established case management processes.
• Exhibit a professional and calm demeanor with all levels of employees.
• Possess strong interpersonal skills which include conflict management, investigation, and influential leadership.
• Effectively present and deliver training to leaders.
• Be highly organized with an emphasis on accuracy and ability to prioritize and plan their time/resources accordingly in a fast paced, matrixed environment.
• Handle highly confidential and sensitive information.

Benefits

• Comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility
• CVS Health bonus, commission or short-term incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees